Customer Experience Representative

Suzhou, China · Full-time · Associate

About The Position

A Career at Clarius

Today, as many as 25 million medical professionals globally don’t have access to medical imaging, which is proven to improve patient care and reduce healthcare costs. That’s why we’re on a mission to make medical imaging accessible everywhere by delivering high-performance, affordable, and easy-to-use solutions powered by artificial intelligence and connected to the cloud.

By making Clarius your next career move, you’re joining a team of 140+ people who are talented, innovative, and highly collaborative. You’re also joining a community that includes thousands of physicians worldwide who use Clarius to deliver better patient care – nearly two million high-definition exams have been performed using Clarius! And you’re joining a remarkable team that’s hitting it out of the park.

Your Role

As our Customer Experience Representative, your main priority is to successfully identify and resolve customer issues whilst providing them with an exceptional service.


Your teammates consist of a bunch of truly talented Customer Experience Representatives who quickly answer all incoming queries regarding any product issues, warranty and/or complaints customers may have.


Connect with clients via chat, email and phone and help resolve their matters in a timely manner.



Your Responsibilities Include:

  • Resolve product problems by clarifying the customer's issue, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment; Follow up to ensure customer satisfaction
  • Troubleshoot customer issues – forward to technical service team if necessary
  • Process ecommerce sales transactions and ensure customer experience KPIs are met 
  • Implement strategies to ensure the best possible customer experience before, during, and after sales transactions.
  • Work cross-functionally with all departments across the company to develop highly effective processes and methodologies related to all the organization’s customer touchpoints
  • Develop strong links with our sales and marketing teams to ensure tactics are constantly reviewed and adjusted to maximize customer adoption and retention
  • Continually monitor service field repair data, failure analysis records, etc. & provide feedback to Product and Manufacturing teams


Your Experience So Far:

  • Minimum post-secondary education, diploma or degree in Customer Service or Information Technology is preferred 
  • Must be multilingual and have great interpersonal skills – (English required, Cantonese or Mandarin required and at least one of the following: Japanese or German or Korean)
  • At least 2 years’ experience as part of a customer care, service, and support team
  • Must have technical knowledge of Apple and Android smart device technologies.
  • Skills dealing with Healthcare professionals (with medical background an asset)
  • Strong IT/Troubleshooting abilities; Cloud troubleshooting experience is an asset
  • Direct experience with an e-commerce infrastructure; familiarity with Zendesk & Netsuite is an asset
  •  Flexible, adaptable and willing to work in a fast-growing environment
  • Excellent verbal and written communication skills, with proven ability to interact effectively across all functions and levels of the company
  • Ability to handle large volume of tickets if needed
  • Detail oriented and ability to learn quickly and easily


More Reasons to Consider:

Fully Remote Position: A remote role with flex hours encouraging you to work in accordance with your own lifestyle.

The Product: Thankfully the product is so well developed that our customers are at a whopping 92% satisfaction rating – that means issues tend to be quick-fix!

High Functioning, super supportive, fun team! Despite the role being fully remote, your teammates have managed to create a truly great and supportive team structure. Come be a part of a truly successful and encouraging team!

Clarius Mobile Health is proud to be an Equal Opportunity Employer. We encourage applications from any qualified candidate regardless of ethnicity, religion, age, national origin, disability status, sexual orientation, gender identity or expression. Please let us know if you require any accommodations during the interview process. 

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